Sussex Caravan Centre Covid-19 Policy

Whilst complying with government guidelines, we are pleased to inform you that Sussex Caravan Centre are trading like before but with a few changes to what we were used to pre lockdown of Covid-19

The measures that we have put in place to bring us in line with the current (and ever changing) directive are detailed below:


SALES DEPARTMENT: All caravans and motorhomes will be kept locked as per our normal policy in keeping our vehicles in tip top condition. Customers are welcome on site to browse exteriors, and potentially view interiors of caravans and motorhomes, however to avoid disappointment we highly recommend contacting us to book an appointment to see the insides as we cannot guarantee a viewing if the vehicle has been recently viewed (for cleaning purposes). Appointments can be made either by contacting us prior to your visit or by speaking to us directly on site in our sales/shop area, as it may most likely be possible there and then, depending on the amount of vehicles being viewed at that time.  There will be a limit on the number of caravans and motorhomes that can be looked at, as we have regular cleaning and sanitising schedules set out by our enhancement department.


SALES HANDOVERS: Our normal comprehensive ‘2 hour handover’ for customers collecting their new caravan or motorhome will be possible, as long as all social distancing guidelines are met. This includes keeping 2 metres apart, wearing a facemask at all time and using hand sanitiser. For those wishing to have their handover done on a “click and collect” basis, we have got tutorial videos on our website on some of our most frequently asked questions. These will also include some ‘troubleshooting’ guides for our customers to use when on site. This should prove useful, not only for customers collecting, but also for existing customers to use and refer to.

Part exchanges will need to come in at least 3 days before handover, and paperwork can be carried out remotely, including finance documentation.


ACCESSORY SHOP: Our shops are open as normal, however please note it is now necessary for customers to wear a face covering in our accessory shop. If you forget yours, we have a few disposable ones available for purchase. We also have reusable, locally handmade, high quality cotton face coverings for sale too. A gentle reminder - some people are exempt from wearing a face covering, so please be kind and considerate to those in that position.


SERVICE DEPARTMENT: At a time when hygiene should be on the top of everyone’s thoughts, we must stress the importance of internally cleaning your caravan or motorhome before drop off and the removal of all unnecessary items from walkways and within cupboards and storage areas inside the van to allow clear access to the internal walls for our technicians to carry out thorough damp testing.

We kindly request you work with us by adopting the following policy.


PRE-DROP OFF PREPARATIONS – WEST & EAST SITES

1. Vehicles should be emptied of contents as much as possible with all walkways completely clear. Steps and aquarolls are not required by us as we use our own.

2. We request that customers ensure the toilet cassette is empty before dropping off.

3. We kindly ask that all caravans and motorhomes are thoroughly cleaned inside before dropping off.

4. Bunches of keys should be reduced to 1 set of caravan keys only (please include keys to open gas lockers, access lockers and toilet cassette doors), all other non-essential items should be removed from keyrings.

5. Service book, water pump, motor mover remote and any alloy wheel lock keys should be left visible inside the van on the entrance mat. Service books will be stamped and updated only if they are left visible to us. Motor movers will have a basic function test only if remotes are left visible to us. Water systems will be tested with a workshop pump if customer’s water pumps are not left visible to us.

6. If you are aware of any specific existing fault or snags that you need repairing, we request you write a list of faults and number them 1,2,3 etc. which should be left on the entrance mat inside the vehicle. Where possible we ask that you clearly identify the corresponding fault in the van. This could be done with a post-it note or strip of masking tape stuck on the fault/item with the corresponding fault number. This could also be done by taking clear photos or a short video which can then be emailed to us.

For Sussex Caravan Centre WEST please email either: [email protected] or [email protected]

For Sussex Caravan Centre EAST, please email: [email protected]


DROP OFF - WEST SITE (Ashington) CUSTOMERS

1. Please enter the site through our main entrance off the lay by and turn left. You will see a designated check-in area marked out in our lower car park. Please pull into this designated check-in area and pull as far forward as you can to the stop sign. At this point please call 01903 893666 to let us know you have arrived and one of our service advisers will come down to meet you, whilst strictly adhering to social distancing.

2. We ask that you get out, unlock your caravan, leave your keys inside on the entrance step, with your service book, water pump, list and mover remote. Unhitch the caravan then stand on the driver’s side (offside) of the A-frame cover. Our service adviser will stand on the passenger/nearside and you will communicate at a safe 2m distance over the hitch/A-frame cover.

3. Once check-in is complete the service adviser will wipe down surfaces and hitch assemblies and will tow the caravan into the workshop area of our site.


DROP OFF - EAST SITE (Colestock Cross) CUSTOMERS

1. Please enter the site through our main entrance. You will see a designated check in area marked out to the right-hand side of our driveway. Please pull into this designated check-in area and pull as far forward as you can to the stop sign. At this point please call 01342 851393 to let us know you have arrived and one of our service advisers will come down to meet you whilst strictly adhering to social distancing.

2. We ask that you get out, unlock your caravan, leave your keys inside on the entrance step, with your service book, water pump, list and mover remote. Unhitch the caravan then stand on the driver’s side (offside) of the A-frame cover. Our service adviser will stand on the passenger/nearside and you will communicate at a safe 2m distance over the hitch/A-frame cover.

3. Once check-in is complete the service adviser will wipe down surfaces and hitch assemblies.


COLLECTION AND PAYMENT – WEST & EAST SITES

1. Card payment over the phone is requested

2. Invoice and service documentation will be left inside the vehicle on the entrance mat.

3. Please call reception on upon arriving on site for collection: West site: 01903 893666 or East site: 01342 851393. A service adviser will come out and provide access on site and direct you to your vehicle.

4. Your vehicle will be parked in the carpark by our sales office and the clean keys will be on the door mat inside the entrance door.

5. You are kindly asked to hitch up your vehicle to your car and look around inside and out to inspect the condition and ensure you are happy with the repaired items, ensuring your vehicle’s contents are secure and you are ready to travel before leaving.


WORKSHOP STANDARDS – WEST & EAST SITES

1. Contact with the vehicle will be kept to a minimum

2. Gloves will always be used by technicians whilst working on vehicles

3. Disinfectant wipes will be used on all work surfaces and handles once work is complete

4. Keys will be cleaned, and disinfected once work is complete

In addition to these new procedures, please note that we carry out our services in accordance with the latest AWS standard industry working procedures and documentation. This does not however include Alde glycol replacement, motor mover service, full fridge removal and service, security alarm checks, TV aerial checks or a wash and clean. However, the following additional services are offered to our customers at an additional cost, please contact the service department for more details.


We would like to offer our thanks to all our customers for your support and understanding in these unprecedented times. We are all looking forward to the ‘new normal’ and welcoming you all back to Sussex Caravan Centres very soon.


Best regards to you all, the Sussex Team.

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